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SLA keeps running

I have kept sla to stop once the resolution is set at the same time i have changed workflow so if on resolved ticket customer replies it goes back to waiting for support. So in normal tickets which is received and resolved the sla stops but after it moves to waiting for support on customer reply. IT doesnt stop sla even if i resolve the issue with resolution.

Am I doing something wrong?

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Hey Nishith.

Are you clearing the resolution when you reopen the ticket and then resetting the resolution when you close the tickets again?

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No we are not resetting the resolution, we are just changing the status.

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Also I am using automation and in that I dont see anything where I can reset the resolution.

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That would be the issue. Because you are never clearing the resolution, there is no "Resolution Set" event a second time. You need to clear the resolution when you reopen and then reset it when you close the ticket again.

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But I transitioning status using automation there I dont see anything for reseting the resolution.

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You need to clear it by using a post unction. When you move rom Closed back to Open, set a post Function to clear the resolution.

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Do you have any documentation or sample about how to do it?

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https://confluence.atlassian.com/jirakb/how-to-clear-the-resolution-field-when-the-issue-is-reopened-648381467.html

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Like • Sune Vester Lindhe likes this

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